At a glance
| Booth | Q6158 |
| Country | CA |
| Website | www.enghouseinteractive.com |
Company profile
Enghouse Interactive is a subsidiary of Enghouse Systems Limited (TSX: ENGH) and provides contact center software and services worldwide. Enghouse Interactive has served thousands of customers for more than 40 years. Its solutions help customers improve customer experiences by transforming contact centers from cost centers into engines of business growth.
Exhibits
Enghouse Contact Center is a secure, flexible communications platform, including for semiconductor operations. Its scalable omnichannel contact center integrates voice, SMS, email, live chat, social media and video through a secure platform, giving agents access to prior conversations across channels and providing unified customer-journey visibility, reporting and analytics. The platform integrates flexibly with leading unified communications as a service (UCaaS) providers to improve service and agent performance. Its multi-tenant cloud Contact Center as a Service (CCaaS) offering is fully managed and administered by Enghouse, providing scalable, reliable service and simplified deployment across an organization or customer base to reduce costs and improve customer experience. For on-premises or private contact centers, customers can integrate with a chosen unified communications platform and deploy in their own controlled environment or use secure private hosting managed by Enghouse or a trusted partner. Service providers can brand and customize a fully featured white-label omnichannel contact center for their customers, while multi-site organizations can deploy it across their own locations. Secure, purpose-built AI tools automate customer-service workflows and assist agents and managers across voice, chat, email, social media and other channels to improve efficiency, responsiveness and consistency. Enghouse Workforce Management supports contact centers of all sizes with staffing optimization, demand forecasting and agent-performance management, helping supervisors align resources with demand, improve service levels and reduce costs. AI analytics examine customer and employee interactions across channels to explain feedback and support customer-experience improvements, churn reduction and better-informed business decisions. Automated outbound campaigns across voice, email and SMS manage high-volume communications, reduce agent downtime, support regulatory compliance and combine with inbound contact strategies.
Capabilities and products
- omnichannel contact center platform
- managed cloud contact center service (CCaaS)
- on-premises and private contact center deployment
- white-label omnichannel contact center customization
- UCaaS integration for contact centers
- AI-powered customer service workflow automation
- contact center workforce scheduling and demand forecasting
- AI customer interaction analytics
- automated outbound campaigns across voice, email and SMS